IT Infrastructure Support Manager

SUMMARY:
Description
We are looking for an experienced hands on IT Support Manager to lead our team of technical support service providers and ensure the smooth operation of our IT services. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for solving technical problems. As an IT Support Manager, you will be responsible for resolving frontline issues as well managing a team of external IT support specialists, overseeing the resolution of technical issues, and ensuring that our IT infrastructure runs smoothly. You will work closely with other departments to understand their IT needs and provide timely and effective solutions. Your role will also involve developing and implementing IT support policies and procedures, monitoring system performance, and ensuring compliance with industry standards. The successful candidate will have excellent communication skills, a proactive approach to problem-solving, and the ability to manage multiple tasks simultaneously. If you are a dedicated IT professional with a commitment to excellence, we would love to hear from you.

POSITION INFO:
Responsibilities:

• The desired candidate will be required to perform the following which may not be limited to:
• Manage and lead the IT Support service providers
• Oversee the resolution of technical issues
• Ensure the smooth operation of IT services
• Develop and implement IT support policies and procedures
• Monitor system performance and ensure compliance with industry standards
• Ensure the security and integrity of IT systems
• Prepare and present reports on IT support activities
• Implement and manage IT support tools and software
• Conduct regular performance reviews of IT support service providers
• Handle escalated IT support issues
• Plan and execute IT support projects.
• Provide first-line support for laptops, video and web conferences, & file sharing solutions
• IT front desk support
• Install, configure, and troubleshoot hardware and software issues
• Set up and manage wireless networks, ensuring reliable connectivity
• Diagnose and resolve network problems, monitor network performance
• Create, modify, and delete user accounts in Active Directory
• Plan and execute backup strategies to ensure data integrity and availability
• Train employees on IT systems and provide user manuals
• Contribute to IT department knowledge management initiatives
• Support for Syspro upgrade project, working with remote IT staff, including change implementation and testing
• Collaborate with other departments to support overall business objectives
• Ensure seamless integration of IT systems across all departments
• Stay current with emerging technologies and industry trends
• Manage the ERP and other software packages including VIP Payroll System, Uniclox Biometric Access Control System, Pastel etc.

• Relevant BCom Degree in IT from a reputable institution
• Experience with Syspro (advantageous) or similar ERP system (critical)
• 5 years relevant and proven work experience, preferably within the FMCG sector
• Experience in a managerial role.
• Strong knowledge of IT support processes and best practices.
• Experience with IT support tools and software
• Excellent verbal and written communication skills
• Ability to work in fast-paced and driven company environment